BMW of Fairfax - Service Center

The I-drive on my X6 stopped working. I called Charles and he was able to fit me in the next day, provided a loaner for me. I requested that Mike Salins work on my vehicle (he is one of their beat techni and he was able to fit me in the next day, provided a loaner for me. I requested that Mike Salins work on my vehicle (he is one of their beat technicians). They fixed my X6 and I picked it up at the end of the day. More

When you pay $70,000 for a high end vehicle you expect the utmost service....not here. They are rude and nasty. They don't provide loaner vehicles and trying to get someone on the phone does not happen. the utmost service....not here. They are rude and nasty. They don't provide loaner vehicles and trying to get someone on the phone does not happen. Now you can buy a vehicle with no problem, but don't take it there for service because the service department needs to be shut down. They keep your car for days, weeks, and even months and won't return your call. Sometimes the advisors' voicemail box are full, meaning they never check their voicemail. They will tell you to get a faster response to email them...tried that, no help. I wish they bankrupt and go out of business because they really have no business being in business. More

They had my car 3days for a 15K service.Right front tire was reading low on IDRIVE.They told me tire was fine.I paid extra for Nitrogen($40) and paid $35.00 for Goodyear to take the tire off the wheel where was reading low on IDRIVE.They told me tire was fine.I paid extra for Nitrogen($40) and paid $35.00 for Goodyear to take the tire off the wheel where they found an inner puncture which I had to spend another day at another BMW dealership to replace the tire.What a waste of time.Also it took a whole day to return calls. More

What a joke. I brought my car in 2 times for the same repair, both times I was charged a $250 deductible. The car is still not fixed and I am told that nothing is wrong with the car. If it is making nois repair, both times I was charged a $250 deductible. The car is still not fixed and I am told that nothing is wrong with the car. If it is making noises in the front suspension when I go over bumps, something is not right. Now today I brought the car in with my brother in law expecting to get a loaner, but no, Alan tells me that the new policy is 1. No loaners are given unless a car is "grounded" meaning,it will be in the shop for days. 2. If you have the extended warranty that offers a rental, no loaner will be provided. Seems like it should not matter what my 3rd party warranty provides. If I need and request a loaner, one should be provided. Of course they will always say sorry we have no loaners available. xx! To be clear, Alan was nice and probably did everything his boss asked, but unfortunately even with BMW its all about the bottom line. Customers be damned. More

My car's parts(light control) was broken. Service advior told me warrenty did not cover it.I have to pay parts and labor. I went to the other dealer in Rockville, MD. They checked my car and told me warrent told me warrenty did not cover it.I have to pay parts and labor. I went to the other dealer in Rockville, MD. They checked my car and told me warrenty cover it. I left the dealer after one hour. BMW of FAIRFAX is crazy, not honest. More

Brought my 1 year old car in because a warning light was on. Had to bring it back because the car had to be re-programmed. After leaving, stopped by the Body shop to discuss repairs needed on front and rear on. Had to bring it back because the car had to be re-programmed. After leaving, stopped by the Body shop to discuss repairs needed on front and rear bumper, one covered by insurance the other not. Was told by xxx't Manager, Bob, download our bumper special for $400 for the rear and insurance will take care of the front. It's a four day job. Brought the car back for service, downloaded the bumper certificate, got a call on Friday that the car was ready, went to pick it up: "Oh thats not us that called, its the service manager across the street and it happens all the time." Maybe too high of anexpectation, but with the sophistication of today's technology, one could expect from a premium brand, they could figure that out instead of making me drive from DC to Fairfax, turn in a rental and then be turned away saying the car would be ready on Monday. Not being confident that these folks have their act together, I called on Monday, "Car is in the booth and will be ready for you to pick up tomorrow." What was a 4 day repair has now turned into 8. Never heard an apology except when the Body Shop manager responded to emails and all he did was apologize all over the place but no attempt at service recovery in any way. To add insult to injury, I went to pick up the car on Tuesday and they never touched the back only the front which was covered by insurance. No comment, no question, no call, Do yourself a favor, find an alternative - anything has to be better than this More

Took my 335i in for regular service (oil change, wipers, brakes, etc) also had a BMW performance shifter installed. I get about 20 minutes away from dealership after pickup and it started smoking violently. brakes, etc) also had a BMW performance shifter installed. I get about 20 minutes away from dealership after pickup and it started smoking violently. Called BMW of Fairfax service center and told them what was happening. They instructed me to call SOS, so I did. Then SOS told me to call them back and request a loaner. I called at 715pm and was told they could not get me a loaner because they were off at 8 and the place is a "ghost town" after that. So I told SOS who was on the other line. SOS told me they were obligated to get me a rental. The guy I was talking to told me that this was impossible so I asked to speak to a manager. The manager told me the same thing "we leave at 8". The worst part about it was the car was leaking fluid and some sort of thick gooey material from underneath the transmission! I was very very disappointed at their customer service. I thought BMW goes above and beyond for their clients, I was extremely wrong. Furthermore, the tow truck took over one and a half hours to get to my location even though I was only 20 minutes away from the dealership. I couldn't believe that since the car had been screwed up by BMW mechanics nobody could help me or at least find me a means of transportation to get home (I live one hour away from Fairfax). I will call them tomorrow and see what they will do for me. They better fix it. More

My wife and I have been through almost 3 years of BMW of Fairfax's xx. I have a 545i and she has a 325ci. They never fix the problems that the cars are brought in for. When we leave new problems arise an Fairfax's xx. I have a 545i and she has a 325ci. They never fix the problems that the cars are brought in for. When we leave new problems arise and we get no real answers or explanation, just another bill. I have been called a liar to my face by William Donahue, GM of service department, and William refused to fix the problems they caused one day after I picked up my car with three new problems. I was also told to be very careful what I say about BMW of Fairfax, like he is going to have his gang of BMW tech show me who is boss... All this even when I have CPO to 100k and maintenance package to 100k. The service "advisers" are nothing more than sales people that carry a quota just like any other sales person. That is why every time I am in the service center there are new people that have very little real knowledge about BMW and just pour the BMW of Fairfax koolaid answers. Very very very unprofessional and rude. They treat my wife like she is a 12 year old when she asks questions and points things out that she has done significant research on because the "advisers" will just spew xx that has nothing to do with the real problems. Do not trust anything that they say, better yet save yourself a lot of hassle and money and take your car elsewhere. They have proven time and time again they are not trustworthy. More

This service department has deteriorated since the end of 2009. The people don't care, they don't communicate, and they recommend work that does not need to be done - work not covered by the warranty. It a 2009. The people don't care, they don't communicate, and they recommend work that does not need to be done - work not covered by the warranty. It appears to be a "scam" of sorts to generate income by pushing needless - and expensive - as possible. They do not acknowledge what is and is not covered by warranty and they are really unprofessional and unfriendly. I will not use BMW of Fairfax Service Department again. And I will not buy from BMW of Fairfax again - we've purchased three BMWs and we will not use them again. Purchase decisions are heavily influenced by the service department and this one is very very poor and getting worse. It's a shame, because they used to be good. No longer. More

BMW of Fairfax. It was not a good experience. As a matter-of-fact, I felt like I'd gone to a hooptie shop! That visit put me back $2,240.00! I wouldn't have had my car towed there (it had to be towe matter-of-fact, I felt like I'd gone to a hooptie shop! That visit put me back $2,240.00! I wouldn't have had my car towed there (it had to be towed) if I'd known the type of service they'd provide. Apparently they do not live up to their slogan "we treat out customers like a member of the family." My service advisor was Emily Sanjines. She did the paperwork to get my car into service. She was friendly in a salesman like way, and assured me she'd take care of everything. Things broke down when I went to pick up my car. She'd phoned to advise on what had to be replaced. Had I known what would happen next I would've had the car towed to Passport BMW, Marlow Heights, Maryland. I took it to Fairfax because my brother William had taken his car there, and said it was closer to where we live and the service was ok. I regret having gone there. The level of service I got wasn't what I expected. When Ms. Sanjines called back and gave me the amount required to repair the car, I admit I was speechless, but I needed my car for getting to work among other things... I went to the bank and obtained a bank check for the full amount. I was assured my car would be ready at 2:30 EST. When I arrived it was not ready. The clerk was trying to do multiple things and was abrupt and not very friendly as I was trying to pay and leave. Ms. Sanjines couldn't be found, as receptionist paged numerous times in an attempt to reach her. Then they couldn't find the invoice. She finally appeared after 45 minutes. The invoice they gave me was xeroxed and barely legible. It would seem to me that I'd be given the original and they keep the xerox copy for their records. My goodness. I phoned BMW of Fairfax to ask questions about another event with my car, light for brake pads lit up on my way to work on Thursday. Ms. Sanjines as usual was not available. Left a message on her voice mail. No call as of 4 p.m. EST. I was of the impression that service is maintained from BMW dealer to others by computer. With that in mind, it appeared they did not check the computer to find out about my car. Again, it appears they did a cursory check not computerized as to what type of service the car was in need of. Meaning, I would have found out about the brake pads while it was with them for "service." They will not see me again. When I'm ready to get my new car, guess what, it will not be at BMW Fairfax!!! They can take that to the bank! More